Marco’s Pizza latest brand to test voice-controlled A.I for ordering

Marco’s Pizza announced the rollout of a 50-store test of its new voice-to-text ordering system, and if successful, a planned rollout of the technology across all locations by the end of 2022. The technology uses conversational artificial intelligence (A.I), which resulted in a successful pilot with 100 per cent order accuracy and increased employee and customer satisfaction in the beta-testing.

The original beta-test began in the summer of 2021 before initiating the pilot. The system receives the voice order and instantly converts that into text in the point-of-sale system. This has led to time savings, decreased call abandonment rates and an increase in the speed and accuracy of orders. The technology understands a variety of accents and dialects, as well as being suitable for both English and Spanish speakers.

“There are places where AI makes sense within the business – where it creates a better experience for both team members and guests,” said Rick Stanbridge, senior vice president and chief Information officer for Marco’s Pizza.

“Not only does this technology offer franchisees a cost-effective, practical solution to reduce labor costs and drive results, but it provides support to team members while strengthening the guest experience.”

The pizza brand is always working on new initiatives and ideas that increase employee and customer satisfaction. It’s investing in third-party delivery apps, voice-controlled A.I., ghost kitchens, new operational equipment and much more.

“There are a lot of technologies on our radar, but our strategy is to hotly pursue those that we can bring to market quickly and will have the biggest impact on customers, team members, and franchisees,” said Stanbridge.